Lead/SME - Scheduling (WFM)

Role & responsibilities

• Reconciliation of employees listed in Peoplesoft with available employees for preparing weekly schedules.
• Prepare historical data by identifying and quantifying cyclic and seasonal variation components
• of contact volumes, AHT and shrinkage with their periodicity. (Weekly / Daily).
• Generate interval level forecasts for transaction volume, AHT and shrinkage with minimum variance with the actual values using prepared historical data.
• Generate interval level staffing plans using the forecasts, SLAs and other assumptions.
• Prepare optimum shift schedules with breaks and generate rosters with minimum
• understaffing/overstaffing.
• Preparing productivity performance analysis reports
• Open to work in 24*7 environment
• Only share relevant resume at given below email id:

Sweta.singh@sutherlandglobal.com